Time Warner Cable
Bait and Switch on Cable Internet renewal - Internet Service

Since my two-year contract for Standard Internet and TV was coming to an end, I spent an afternoon on the phone with a Time Warner Cable service representative about finding a package that would retain my internet speeds while shedding DVR. After countless reassurances that the ONLY THING that would change would be the loss of a DVR, and making sure that my "Standard" internet package (up to 10mbps) would be completely unaffected, I find that my service two days later have been downgraded to "Basic" (up to 3mbps). I am completely at shock how this service representative completely and openly LIED about this, to the point he was assuring me absolutely nothing will change in terms of internet performance. Considering I work from home due to poor health, and deal with transfer of drafting files under tight time-constraints, this situation has been especially painful to deal with.

Thank you, Time Warner, for an embarrassing display of bait and switch. I do not know if this is a reflection of the types of people you hire or the lack of ethics that is the culture of your company - I do know, however, it's complete fraud. Subsequent phone calls to your company have done nothing to fix this problem, even when service representatives have admitted to the first service representative's promise to me. What does this say about Time Warner when owning to a mistake is irrelevant to the final outcome and customer satisfaction of the consumer? Verizon's FIOS is being introduced into my neighborhood the next month, so I will be sure to tell my Time Warner Cable-dominated area about this unprofessional situation I've been dealing with for over a week.

Company: Time Warner Cable
Country: USA

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